Dear Mona:

As a Lexus Of North Miami customer, I wanted to take the time to commend Sylmarie Green, your concierge, for making an effort above and beyond the call of duty to listen to my concerns and turn around a less than desirable experience I had today while getting my Lexus serviced at your facility.  She was a delight to talk to. 

I had a 9 a.m. appointment, but because of an error in completing the paperwork when I arrived (I was written up as a different customer who had a prepaid plan initially) my auto wasn't taken until 9:30 a.m.  I was assured that my 20,000 mile servicing (oil change, etc.) would take no more than two hours to complete.  Finally, at 12:30 p.m. I questioned where my car was and was told that it was just being washed and would be out in 10 minutes at the most.  25 minutes later, with Sylmarie's help tracking it down, i finally received it.  Total time from arrival = 3 hours and 45 minutes!

I made two other suggestions to Sylmarie that she wrote down to follow up on.  My Lexus dealership in Connecticut, which is smaller than yours does the following:

1. Provides computers with internet access for customers while they wait, rather than having to bring your own.

2. Provides an ample selection of muffins, bagels, coffee, snacks while you wait at no charge. (unlike the mini muffins and coffee you provide). Believe me when I tell you, I am usually the last one to complain about anything, but I do believe strongly in a business offering the best in customer service.  There's a lot of competition out there and with the economy being shaky these days, businesses have to be more customer friendly than ever to insure the success of their company.  I am also the first to give praise when praise is due.  Your new dealership facility is beautiful!  Please be aware of the great job Sylmarie is doing for you guys!  

Don't lose her!

Best,
Dr. Don Teig

August 19th, 2009



Lexus of North Miami
A Craig Zinn Automotive Group Company
14100 Biscayne Blvd
North Miami, Florida 33181

Att: Craig Zinn, President

In re: Purchase of RX350 on 8/4/09 with Jeff Jerome

Dear Mr. Zinn:

First, let me start by saying that I met your father on numerous occasions having worked with GJT, his attorney, in the 1970’s and 1980’s and he was a fine, fine gentleman. We have also made purchases with your brother’s dealership on 441 a Jaguar and an Infiniti a few years back, and made a purchase of a Lexus some years ago.

My husband and I visited your new location a couple of times, which is absolutely magnificent. We were approached by sales people; shown around and said we were just shopping. We returned because your salesman, Jeff Jerome, followed up; saw that we had visited the showroom and politely called to inform us that if he could in any way be of service to us to let him know…he called a couple of times. We were interested in the RX350 and on the evening of 8/4/09 stopped in again and dealt with Mr. Jeff Jerome. A few hours later we purchased the automobile. My husband and I have made many truck and auto purchases owning a moving company and having a family of our own, but never have we had the pleasure of dealing with the professionalism of our salesman, Jeff Jerome. He is knowledgeable, thorough, extremely polite and with such sincerity. Insisting we not leave that evening without finalizing the sale; yet not in any way being over-aggressive or pushy. Having Jeff Jerome as our sales rep only makes the purchase and future services of our Lexus a pleasure... not a dreaded task, but something we can look forward to... that is... dealing with Jeff Jerome, our sales representative.

We would also like to add, during the negotiations, on the evening of 8/4/09, your general sales manager, Gary Lazor, assisted Mr. Jerome, and he too was extremely professional, courteous and helpful. A very pleasant experience!

Sincerely,



C. and C. M. P.


Cc: Gary Lazor, General Sales Manager
Jeff Jerome, Salesman

Overall Score: 100%

Comments: Our salesman's name was Alex and he did a great job demonstrating all of the features of the vehicle. I knew going in that I wanted the car, but after driving the car & learning all about it (thanks to Alex!), I had to have it right away. I was very impressed with the dealership, and Alex is a great asset to your company. I would definitely recommend Lexus of North Miami, and certainly Alex as well, to my family, friends and colleagues.

D.B., Aventura